About GROUPON
Launched in November
2008, Groupon features
a daily deal on the best
stuff to do, see, eat,
and buy in 45 countries.
Groupon uses collective
buying power to
offer huge discounts
and provide a winwin for business and
consumers, delivering
more than 1,000 daily
deals globally.
Challenges
•Improve voice experience for
customers and users
• Increase business efficiency
•The ability to report and analyse
voice activity
•Highly scalable telephone
infrastructure and devices
Challenges
Groupon’s exceptional growth meant its telephone customer interactions
were multiplying at an astonishing rate. With a company philosophy to
provide unbelievable customer service, Groupon needed an innovative
phone system that could stand the pressure and go beyond the
traditional of telecoms.
“We desperately needed a voice solution that was flexible, scalable and
efficient but one that would also greatly improve a customer’s interaction
with our brand. You can’t put a price on customer experience. We are
predominately an online business so telephone interactions represent
an important opportunity to get closer to our customers.” explained Ash
Mahmud, Head of Customer Relationship Management for Groupon’s UK
& Ireland operations.
Research was conducted into the core problems experienced by
industries and consumers. The number one issue was personalisation;
speaking to someone who is local and understands your needs. Groupon
evaluated the market and concluded that: “A traditional telecoms solution
would not have met our expanding requirements and stifled our growth,
we required a new approach to voice that struck a balance between
customer experience and business efficiency. It also had to be cloudbased with the capability for mass scalability.” said Mahmud.
Why the fastest growing company in
history partnered with Natterbox to
revolutionise its voice.
Natterbox solution
Voice Integration with
salesforce.com CRM:
•Cloud Voice Infrastructure
• Intelligent Call Routing
• Outbound Call Control
• Inbound Call Protection
• End User Control
• Dynamic Call Whisper
• Customisable Voice Messages
• Automatic Voice Data Population
• Compliant Call Recording
• Call Reporting and Analysis
The ability to report and analyse voice activity were also key drivers in
the decision making process. Inefficiency and lost productivity impacting
revenues and profits was a concern so Groupon sought a solution that
would mitigate that risk and add financial value directly to the bottom line.
Voice Anywhere Cloud PBX:
Natterbox integrates telephony and CRM to provide Groupon with a
simple, customer-centric approach to voice, which is backed-up by
robust technology. “In order to give a personalised experience, you have
to know your customer. The CRM system holds all this knowledge,” said
Mahmud. “Natterbox is unique in that it works on two levels: it uses the
information within the CRM system to manage voice, and automatically
populates this voice activity back into the CRM system against the correct
contact, opportunity or account. This helps with monitoring call activity,
providing training and analysing voice. For example, it highlights if we
need more resource.”
Case Study
• Full PBX Features:
Voicemail
Switchboard
Call Forwarding
• NO hardware
• Make and Receive Calls Anywhere
• Landline phone handsets
Solution
Delivered 100% in the cloud
Natterbox / 1
About GROUPON
Challenges
Launched in November 2008,
Groupon features a daily deal
on the best stuff to do, see,
eat, and buy in 45 countries.
Groupon uses collective buying
power to offer huge discounts
and provide a win-win for
business and consumers,
delivering more than 1,000
daily deals globally.
Groupon’s exceptional growth meant
its telephone customer interactions
were multiplying at an astonishing rate.
With a company philosophy to provide
unbelievable customer service, Groupon
needed an innovative phone system that
could stand the pressure and go beyond
the traditional realms of telecoms.
Challenges
“We desperately needed a voice solution that was flexible, scalable and
efficient but one that would also greatly improve a customer’s interaction
with our brand. You can’t put a price on customer experience.
We are predominately an online business so telephone interactions
represent an important opportunity to get closer to our customers.”
explained Ash Mahmud, Head of Customer Relationship Management
for Groupon’s UK & Ireland operations.
•Improve voice experience for
customers and users
• Increase business efficiency
•The ability to report and analyse
call activity
•Highly scalable telephone
infrastructure and devices
Natterbox solution
Voice Integration with
salesforce.com CRM:
•Cloud Voice Infrastructure
• Intelligent Call Routing
• Outbound Call Control
• Inbound Call Protection
• End User Control
• Dynamic Call Whisper
• Customisable Voice Messages
• Automatic data population into CRM
• Compliant Call Recording
• Call Reporting and Analysis
Voice Anywhere Cloud PBX:
• Full PBX Features:
Voicemail
Switchboard
Call Forwarding
• NO Hardware
• Landline Phone Handsets
Natterbox / 2
Research was conducted into the core problems experienced by
industries and consumers. The number one issue was personalisation;
speaking to someone who is local and that understands your needs.
Groupon evaluated the market and concluded that: “A traditional
telecoms solution would not have met our expanding requirements and
stifled our growth, we required a new approach to voice that struck a
balance between customer experience and business efficiency. It also had
to be cloud-based with the capability for mass scalability.” said Mahmud.
The ability to report and analyse voice activity were also key drivers in
the decision making process. Inefficiency and lost productivity impacting
revenues and profits was a concern so Groupon sought a solution that
would mitigate that risk and add financial value directly to the bottom line.
Solution
Natterbox integrates telephony and CRM to provide Groupon with a
simple, customer-centric approach to voice, which is backed-up by
robust technology. “In order to give a personalised experience, you have
to know your customer. The CRM system holds all this knowledge,” said
Mahmud. “Natterbox is unique in that it works on two levels: it uses the
information within the CRM system to manage voice, and automatically
populates this voice activity back into the CRM system against the correct
contact, opportunity or account. This helps with monitoring call activity,
providing training and analysing voice. For example, it highlights if we
need more resource.”
Key benefits
Voice activity is automatically
populated in salesforce.com which
Groupon uses to manage calls
and form a 360 degree view of the
customer
Natterbox builds customer profiles
based on their phone number
and the information within the
CRM system to intelligently route
calls for better efficiency and an
improved customer experience
Natterbox knows everything about
a caller from their number. If a
customer calls Groupon about an
issue which is still an open case,
Natterbox knows who to connect
them with so the customer
bypasses the switchboard
Visualise voice: management
can dive deep into voice data
and intelligence to get a better
understanding of Groupon’s
business and how it is performing
Cloud-infrastructure offers
unlimited scalability and fast
deployment
Compliant Call Recordings
are automatically populated
in salesforce.com and saved
against records as a web link.
Management can identify issues
and reward success
Natterbox integrates voice with Groupon’s CRM system, salesforce.
com, across every level of the business, not just the call centre.
Natterbox eliminates knowledge silos, so customer experience and
business efficiency is dramatically improved.
Voice Management:
Personalisation and Experience
Natterbox’s dynamic call routing is one of the many ways the experience for
the caller and user is personalised. For example, Groupon provides customer
services for England, Wales, Scotland and Ireland from its call centre in London.
However, it staffs that London call centre with representatives originally from
all those regions to provide cultural familiarity and local knowledge. Natterbox
recognises the location of the incoming phone number and directs the call to a
customer service representative from the corresponding region. This gives an
international organisation a localised voice.
Groupon has full administrator control from Natterbox’s intuitive web-based
portal to manage calls. It creates policies which are specific to individuals
or departments. If it recognises a number, and the corresponding account
manager, it will give the caller the opportunity to be connected immediately
or offer self-service via the switchboard. This saves the caller waiting on
hold or repeating themselves to representatives.
Improved Efficiency
At a strategic-level, customer service efficiency has seen dramatic improvements.
Groupon now has extremely high rates in the industry. Problems like dropped
calls are mitigated and figures are at an all-time low. Day-to-day, the click-to-dial
feature is a quick way employees have reduced admin and sped up calls. All
voice activity is synced with salesforce.com to build a complete customer profile.
“It makes telesales and customer service departments much more efficient as
they can update action points while on the call reducing admin and maximising
call time. These notes are updated in real-time.” said Mahmud.
Reporting and Analysis
Natterbox’s ability to integrate voice and CRM organisation-wide provides
Groupon with a holistic, 360 degree view of the customer. This enables
it to look for patterns, progression and forecast the future based on
accurate findings. “We only have a finite amount of resource so we need
to make sure they are focusing on the problem in hand. Natterbox makes
voice work for our business.” said Mahmud.
Before Natterbox, knowledge and information from voice was lost. Now Groupon
has a system of transparent reporting which is streamlining efficiency and improving
customer experience. If a deal generated a spike in calls due to popularity,
Groupon can plan extra resource so calls are answered quickly and efficiently.
“We are able to report at a very granular level. We can modify reporting based on
our changing business requirements, which can be different across department
level or individuals. You can set them based on time of day, geographic location,
financial value, for example, and we have full control of when these reports
are run and who they are delivered to. Every manager needs the right
information, at the right time, to make the best decisions.” said Mahmud.
Natterbox / 3
“Natterbox is unique
in that it works on
two levels: it uses
the information within
the CRM system to
manage voice, and it
automatically populates
this voice activity back
into the CRM system
against the correct
contact, opportunity or
account. This helps with
monitoring call activity,
providing training and
analysing voice.”
Ash Mahmud
Head of Customer Relationship
Management for Groupon’s UK &
Ireland Operations.
Training and Monitoring
All call activity is automatically populated into Groupon’s CRM system
in real-time. Call recordings can be listened to within salesforce.com
and they are assigned to the correct contact, account or opportunity.
Management can listen back and monitor customer representatives
to determine if they have the knowledge to assist the customer in the
quickest possible time and whether they would benefit from further
training. This helps identify issues, reward success and make constant
improvements.
Results
Process management, employee efficiency and customer experience
have all seen dramatic improvements.
“Natterbox empowered Groupon to revolutionise its voice experience,
remove reliance on the switchboard and turn the focus to customer
experience and efficiency. It is a great example of cloud infrastructure
working for a business on the ground.” said Mahmud.
The Future
Mahmud concluded: “Natterbox is at the forefront of voice technology.
With a business of our size and scale, the project continues to evolve
as our requirements develop and shift. Natterbox continues to push the
boundaries in voice – there is always something in beta and existing
services continue to get better. It was crucial we found a solution that
had the flexibility to meet these demands and with Natterbox we have.
This is a long-term relationship; the UK is just the beginning.”
Let’s talk
020 3510 0600
sales@natterbox.com
www.natterbox.com
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